Similarity is used to help agents solve open cases faster. When a case is created, similarity will recommend resolved cases & knowledge articles that may have resolution steps/knowledge article content that may help solve the current case. Predictive Intelligence helps agent work smarter by using machine learning to do the research legwork for them.

Note – If you enabled the auto training from article 1 some of your PI models may be already trained. You know the model is trained when you see a version number next to it. If that’s the case, you don’t need to re-train just move on to the next step.

Lab 2 - Use similarity to help agents solve issues faster

Train the out of the box similarity solution

1. Go to All > Predictive Intelligence Homepage2. Expand the Similarity carrot3. Scroll down to “Similar Closed HR Cases” and hit Train to train the similarity solution

4. The similarity solution may take up to 30 minutes to train. To check go back to All > Predictive Intelligence Homepage > Scroll down to Similarity > Expand the carrot and find “Similar Closed HR Cases”. If it trained successful it will have a [version:#] next to the “Similar Closed HR Cases” PI solution.

Use Similarity to help the HR Agent solve the case faster.

1. Log into you instance as an HR Agent, in my case that is Harry Taylor.2. Open HR Agent Workspace by going to All > HR Case Management > HR Agent Workspace

3. Open the list view. Click Assigned to me. Click New to create a new case.

4. Enter an employee for the case, in my instance that is Abel Tuter. Click Next.

5. Populate the case details with a case details that you know exists in YOUR SYSTEM.

In my instance I use: COE = HR Total Rewards Case HR Service = Dental Benefits Inquiry

Work Notes = I have a question about my dental benefits

6. Click Create case

7. Move to the far right and select agent assist.

8. Click the drop down menu for Agent Assist. Notice that it displays the Similarity models that have been trained. Select “Similar Closed HR Cases”.

9. In the related search results machine learning has done the research and has found closed cases that are “similar” to the current case. Click into the predicted similar closed cases and review their resolution notes. These resolutions notes may have the key to help you solve your case faster. Note - You can also select similar knowledge articles in agent assist. If trained successfully Predictive Intelligence will provide knowledge articles that closely match the case.

Congrats! You’ve finished learning how to help Agents work smarter using Predictive Intelligence Similarity.

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